Refund Policy

Our Commitment to You

At New Moon, we take pride in the quality and care that goes into each of our products. Every kit is thoughtfully prepared to ensure it meets our standards for safety, hygiene, and presentation. We want you to feel confident and supported with your purchase. This Refund Policy outlines your rights under the Australian Consumer Law (ACL) and explains how we handle returns, exchanges, and refunds.

Change of Mind Returns

Due to the personal and hygienic nature of many of our products, we cannot accept returns or exchanges for change of mind once packaging has been opened. This includes:

Period underwear
Pads, liners, or any menstrual hygiene items
Any item that has been used, opened, or worn

We do this to maintain the health, safety, and dignity of all customers. Please choose carefully before placing your order, and contact us if you need help with sizing or product selection before purchasing.

Faulty or Damaged Products

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your order. Please include:

Your order number
A brief description of the issue
Clear photos of the product and packaging (if relevant)

Once your claim is reviewed and approved, we may offer:

A replacement item,
A store credit, or
A full refund, depending on the circumstances and your preference.

Lost or Missing Parcels

If your parcel does not arrive within the expected delivery timeframe, please contact us. We’ll liaise with the courier or Australia Post to track the parcel and resolve the issue as quickly as possible. If your parcel cannot be located after investigation, we may offer a replacement or refund.

Returning Items

If you are asked to return a product for assessment, please ensure it is:

Unused and in its original packaging (where possible),
Returned within 14 days of contacting us, and
Sent using tracked postage for your protection.

Return postage costs are generally the customer’s responsibility, unless the item is confirmed to be faulty or incorrect due to our error.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded (unless faulty or incorrect):

Period underwear
Pads or sanitary items
Opened hygiene or toiletry products
Downloadable or digital educational resources

Australian Consumer Law

Your rights under the Australian Consumer Law are protected. You are entitled to a replacement or refund if a product is faulty, damaged, or not as described. This policy does not limit any rights you may have under the law.

Contact Us

If you have any questions about this Refund Policy or need help with a return, please contact us.